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Incident Management Specialist

Job ID#:

38060

Job Category:

Helpdesk

Location:

Krakow, Opole,  Poland

Position Type:

Employee

 
Job Description

Incident Management Specialist
 
Responsibilities:
  • Coordinate daily the execution of the IM process, focusing not only on the Incidents assigned at the Service Desk but also the Incidents escalated to 2nd Level Support Groups;
  • Act as the ultimate owner of all Incidents and acts as focal point for IM process; communicates with Clients, Vendors, and management;
  • Monitor the Quality Node and liaise with Quality Specialist to provide real time feedback;
  • Has the authority to identify a Functional escalation point for a service request or incident when required;
  • Hold Daily/ Weekly Incidents Review meetings with Client Counterpart;
  • Oversee the lifecycle of all Incident/ Request Tickets in order to detect and prevent process failures or even SLAs/ KPI failures;
  • Use hierarchical escalation in order to prevent possible service failures, informing higher management of the possible breach and ensuring they allocate the proper level of resources to bring the situation under control;
  • Manage High Priority Incidents by ensuring swift functional escalation, acting as buffer between Users, Service Desk and Client Support Groups;
  • Monitor closely the High Priority Incident status;
  • Collect all updates from the resolving support group, calls for Ad-Hoc meetings if updates are not provided in due course broadcasting the status updates using predefined Hierarchical Communication plans;
  • Provide daily or weekly reports in accordance with the client"s and management"s requests;
Requirements:
  • English proficiency is a must;
  • Extensive knowledge of Service Delivery processes and procedures;
  • Technical understanding;
  • Strong on driving process improvement;
  • Soft skills: strong communication abilities, process oriented, results orientation, planning and organizing skills, analytical approach, self-starter;

 
Job Requirements

 


 

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